“The products, range and prices are good.
The customer service is beyond abysmal. As per other comments here, you get a dreadful computerised chat line that kicks you of repeatedly, even if you sit and stare at your phone all the time.
Avoid this chat line like the plague.
Ring+44-344-804-4848 , press 2 to say you're trade even if you aren't, and you'll quickly get through to a helpful human being.”
“Horrific experience please avoid this company at all costs. The "install manager" told he was chasing down the extra tiles we needed and just to give him a ring if we didn't have them the next day. The next day his phone goes to voicemail and a message saying he is on annual leave. Took 6 hours to actually speak to someone and get some answer. The answer was a 5 day wait for the tiles. Just say clear.”
“Unfortunately I cannot swear on here...or I would be. Customer service is absolutely terrible. only way to contact is a chat service, which kicks you out constantly. I cancelled an order in January and it was never delivered....however they still started taking the finance. We are now in March and as of yet nobody has responded to my complaint (I have now emailed CEO but no faith) and someone on chat said "we have your cancel request from January we just have not actioned it yet". Woooah. Nobody has ever approached me either by phone or email....absolutely terrible.”
“Worst company ever to deal with, customer service is non existent they are quick to take money but when i needed to return items unable to contact, ignore e mails etc, I will never use them again and advise other people NEVER USE THEM USELESS”
“Damaged goods, couldn’t install bathroom straight away due to COVID.
Couldn’t open products us and no information from delivery driver to do so.
Awful service.”
“Bought a vanity unit and separate marble top with sink. After fitting found crack. Plumber spent hours trying to get helped and I tried and tried to speak to someone. Officer put phone down on me because I asked to speak to a manager. Eventually managed Ann line chat and after half a hour told they could not help. Can’t even buy replacement sink without marble top. Policy is to return before fitting.”
“Abysmal customer service. Bath missing from order and I was repeatedly told my their online chat service that it had been delivered. Having to resolve through small claims process.”
“Absolutely terrible customer service and very difficult to get hold of. They were a week late on delivering an item I paid to be delivered on a specific day which I waited in for, and then got no real apology or any update for rectifying it. I will never use them again.”
“If I could give no stars then I would.
Absolutely appalling customer service. No information about delivery, no ability to make a complaint and dreadful after sales service.
Use at your peril!”
“I had the worst experience. The delivery drivers don’t wear masks and insist on standing in the doorway. I was on hold three hours each time I attempted to speak to customer service. It was my single worst online retail experience”
“DO NOT BUY HOODS FROM THIS COMPANY. Diabolical company. Ordered taps weeks ago, still not delivered. There is no one to discuss returns, problems with orders as they use an automated computer web chat service. They eventually put you through on hold....my wait time 240minutes.”
“Giving 1 star is being generous. An absolute joke. 340min wait time. And if you are inactive on your PC or phone whilst you wait, then you are just thrown out of the chat system. Disgusting service”
“Awful company - terrible post sales service - 350 minute wait to talk to someone who then completely messed around with my order saying if i ordered a replacement they would collect my old order, but my old order is still with me and i'm £410 worse off. will never shop with them again. my advice use VICTORIA PLUMBING!!!!!!!!!!”
“Absolutely awful. Wanted to log a formal complaint regarding the poor quality of my vanity unit however, the online agent was totally incompetent and wouldn’t help. When I asked how to make a complaint he refused to tell me and said everything is done via online chat. Wouldn’t answer me when I asked what the complaints escalation process was! Awful company, hideous customer service and shoddy products! AVOID!!”
“Alful false advertising say you have 10 year warranty etc you are led to believe that’s what you get an when it comes down to it they say they send you an email to register for the extended warranty!! Never received email done chat online as you can’t get through on phone lady was not interested just stuck to script!! Shocking company don’t buy they lie!!!!!”
“Awful company - terrible post sales service - 340 minute wait to talk to someone over a damaged product that they refused to take back - AVOID this company”
“Terrible, drawn out experience that still isn’t resolved weeks later. I made a straightforward order for some bathroom basics, all seemed fine and I got the delivery info through as expected. The delivery day came and went and none of my order arrived- when I could eventually get through to someone it turned out that my order wasn’t even in stock, wouldn’t be for weeks and there was no explanation or apology as to why I was only just being informed of this. Being on a tight time schedule, I cancelled the order and used a different company (with no issues!!) Then one day out of the blue part of the order just arrived, it was delivered to my neighbour who obviously didn’t know to reject it. I’ve been charged for this item (£200+) and been trying to arrange collection for weeks now, it takes hours to get through to customer service, I keep being promised it will be collected “soon” but it never happens, nor have I received any form of apology or acknowledgment of what a time consuming mess this has all been...dreadful service and won’t ever use this company again.”
“The customer service was shocking, the installer (who was great) had to keep coming back as tiles hadn’t arrived, taps were wrong, things missing. Expected it to be completed before Christmas and it took until end of January.”
“I would not recommend this company at all , the service is horrendous, you can't speak to anyone personally, just a live chat where they don't actually listen to what you are saying .
I orderd a wash basin and toilet and fittings etc, to be told my delivery was arriving at a certain time which was great , nice fast service , to then have a email a hour later to say my wash basin is out of stock till May 11th, bare in mind its January.
Who wants a toilet with no wash basin for weeks after.
And I tried to speak to the advisor to say I was happy to choose another basin no there was no help in that direction they didn't even try, just kept asking me if I want a refund which ofcourse I chose in the end, but what stupid company I was wiling to buy another basin and they didn't even want to know . Because the advisors cant actually do anything .
Not a good service at all. Will never be buying from there again .”
